to understand and focused on the information that matters most. You can read more about the work we're doing with Plain Numbers in our latest LinkedIn Newsletter - Naturally Speaking.

Additionally, we're proud to reflect on the progress we've made in supporting our Public Sector Scotland customers across the financial year to date. Over 99% of queries were responded to within one day, 97% of calls received have been answered within 60 seconds and we've delivered over £2.2 million in annualised savings.

Together, these improvements - clearer communication and a faster, more effective service -  reflect our ongoing commitment in improving the customer experience and tangible benefits we're delivering while strengthening our partnership with Public Sector Scotland customers.

As the year draws to a close, we look forward to building on this momentum in 2026 and we'd like to wish you all a very Merry Christmas and a Happy New Year when it comes. Thank you for your continued support.

Douglas McLaren

Chief Operating Officer

Maximising social value with the Scottish Government

Kick-starting young careers with Career Ready

Our Head of ESG, Sophia Goring, recently facilitated a Career Ready masterclass for over 100 new students who joined the programme in Edinburgh. Career Ready aims to work with employers to empower young people through workplace opportunities and support. The session focused on how the students can get the most out of the Career Ready programme to help kick start their careers. 

And our newest Business Stream volunteer mentors recently attended this year's Career Ready launch event - giving them the opportunity to meet their students for the very first time. We’re looking forward to welcoming our latest group of Career Ready students to our offices next Summer. 

Customer Satisfaction Survey | Coming in January

We'll soon be inviting you to take part in our next digital Customer Satisfaction Survey taking place in early January. We're working with an independent company, Dodds & Law Research Associates again this year to carry out the survey for our PSS customers. You'll receive an invite to take part from Dodds & Law Research Associates during January and we'll be in touch to let you know it's coming before you receive it. 

Our latest webinar

If you were unable to attend, you can watch a recording of this webinar and all our previous webinars in the 'Useful Resources Library' on our website. We’ll be in touch with an invite to our next webinar early in the new year.   

Important information | Automated Meter Readings (AMR) | Earlier take date

Please note, AMR readings used for billing for the December period will be taken slightly earlier than normal due to the Christmas holidays. Your meter readings are normally taken on the 27th of each month and the last three days of the month use an estimated average daily consumption (ADC) but for this month only, we'll take your meter reading on 22 December and the ADC will cover a slightly longer period. This will ensure that we're able to complete billing before Christmas. January AMR readings will return to normal.

Building resilience | Winter readiness and water efficiency

Water scarcity in Dundee area 
Scottish Water has recently shared that reservoir levels in the east of Scotland, particularly around Dundee, are 31% below average for this time of year despite recent rainfall, following the driest spring in 70 years.

We recently got in touch on behalf of Scottish Water to let public sector customers in the Dundee area know about the local water scarcity issue. We’re encouraging you to consider ways to use water more efficiently to help protect supplies and plan for long-term sustainability as extreme weather conditions become more common. And while reservoir levels may be topped up over the winter, it’s a good time to consider contingency plans in case of another dry season. 

We’re here to help through smart tools, leak detection, and tailored solutions - so you can save money, reduce water waste, and lower your environmental impact. To find out more, please get in touch with your Account Manager directly.

Christmas opening hours

In the run up to Christmas and New Year, our offices will be closed on the following dates:

• Wednesday, 24 December | Lines closing at 3.00pm
• Thursday, 25 and Friday, 26 December | Closed
  
• Wednesday, 31 December | Lines closing at 3.00pm
  
• Thursday, 1 and Friday, 2 January | Closed 

Please note, our opening hours will remain the same, 9.00am to 5.00pm, for all other days over the Christmas period. Normal working patterns will resume on Monday, 5 January 2026. If you have a water emergency, we have a 24/7 standby team available to help and support you. The contact number to request Emergency Support is 0330 123 2100 or click the button below for more details. 

Emergency Planning with NHS Lanarkshire and Scottish Water💧 

During October, we held an Emergency Planning Exercise in conjunction with NHS Lanarkshire and Scottish Water at Monklands Hospital. 

The purpose of the exercise was to put the Critical Site Emergency Plan to the test by setting up a scenario based on a catastrophic water outage and a major incident at the hospital. This exercise provided the NHS staff at Monklands an opportunity to use their knowledge on how to respond to an emergency and what actions they would need to take if one occurred. 

The exercise also allowed the NHS team to review their own resilience and levels of understanding and identify areas where they need to enhance their own internal information.  

The event was a great success and an excellent example of our commitment to supporting our customers through our Customer Care Charter. 

Getting in touch

If you have any questions about your account, please speak to your Account Manager or Case Owner. You can also call us or send an email using the buttons below.